Customer Focus
The new ISO Quality Management System standard 9001:2000 has made it imperative for organisations to have a clear and stated method of gathering and using information on customer perceptions.
Quality Award Partners® offers a set of consulting and workshop training services to assist you in this. We adopt a strong strategic focus in order that your Quality Management System will provide real value both for your organisation and your customers. Services include:
- How you can devise an appropriate overall approach to this which suits your strategic needs
- What parts and aspects this system should cover
- How you can put it together into a system that will provide you with actionable feedback and drive your achievement of increased competitiveness
- How to identify and analyse critical customer value issues for your products and services
- How to ensure that the internal and sales processes that provide customer value are aligned with each other
CASE STUDIES
CUSTOMER SATISFACTION MEASUREMENT
A poorly designed survey is worse than none at all. Apart from the fact that the information it gives will be unreliable and could lead you into serious mistakes with your customers, it sends all the wrong signals to your customer base. Since it cannot be used again, you lose the opportunity to identify trends.
We can develop and carry out the survey or you can develop your own skills through our half-day workshop.
The workshop facilitates you through the process. You learn how to avoid the traps and pitfalls - which questions will give you good information, how to test your survey instrument. Packed full of examples for you to learn from.
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